Incident Management Analyst (shift)

Job Description

Position Description:

Challenge yourself and change lives, transforming complex systems and essential infrastructure that everyone relies on. Our Incident Management Analysts are trusted to work closely with a wide range of clients on exciting projects with real-world purpose and impact.
CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the ‘World’s Best Employers’ by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a member not just an employee.
We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.
You will be working a shift rota of 2 days, 2 nights and 4 days off.

Your future duties and responsibilities:

We are seeking an experienced Incident Manager to join our team at CGI. In this role, you will be responsible for managing 'Critical' and 'High' level incidents that impact client services. Your primary focus will be on restoring services by resolving issues or implementing effective workarounds. You will coordinate investigations, manage communications, and collaborate with cross-functional teams to ensure incidents are handled efficiently and effectively.
Key responsibilities include:
Monitoring ServiceNow and incident management dashboards regularly.
Receiving and addressing calls related to incident management.
Reviewing incidents and pushing for timely resolution.
Managing incident notifications within agreed timelines.
Providing updates and communications via telephony and CGI’s communicator tool.
Ensuring a clear understanding of the root cause and corrective actions.
Reporting issues, escalating incidents as necessary, and ensuring smooth handovers.

Required qualifications to be successful in this role:

You will ideally have worked within a busy Service Desk environment or within an Incident Management team.
Experience with incident management processes and tools (e.g., ServiceNow).
Strong communication and coordination skills, with the ability to lead conference calls.
Ability to manage multiple incidents simultaneously under pressure.
Proven ability to collaborate with technical teams and manage service impacts.
Detail-oriented with a strong focus on problem-solving and resolution.

Skills:

• Call/Contact handling
• Incident Management
• Process Management
• ServiceNow

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because...
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.